Employee Name: Hire Date:

General Information

Job Title

Patient Care Coordinator

Department

Front Desk

Location

Arlington/Mansfield

FSLA Status

Fulltime Part time PRN

Non-Exempt Exempt

Reports to

Manager of Operations

Supervises

N/A

Job Summary

Participate in all aspects of the Front Office Department, working with clinical and non-clinical staff to ensure a smooth and efficient flow of patients at TMI Sports Medicine & Orthopedic Surgery. To provide direction and knowledge in all aspects of team functions. The Patient Care Coordinator serves as a primary point of contact for patients throughout their care journey. This role is responsible for ensuring positive patient experience by coordinating appointments, facilitating communication between patients and clinical staff, managing scheduling needs, and supporting efficient clinic operations. The Patient Care Coordinator plays a vital role in delivering exceptional customer service while maintaining accuracy, professionalism, and compliance with all organizational policies.

Principal Duties and Responsibilities

Patient Experience & Customer Service

• Provide exceptional customer service in person, by phone, and through electronic communications in a professional, friendly, and welcoming manner.
• Assist patients with questions regarding appointments, referrals, forms, and general office procedures.
• Address patient concerns promptly and escalate issues when appropriate.
• Maintain patient confidentiality and comply with HIPAA regulations at all times.

Scheduling & Care Coordination

• Schedule, reschedule, and confirm patient appointments accurately.
• Coordinate patient care across providers, departments, ancillary services, and outside facilities as needed.
• Assist with referrals, authorizations, imaging appointments, therapy appointments, and follow-up visits.
• Ensure patients receive appropriate instructions and information prior to appointments.

Registration & Administrative Support

• Verify and update accurate patient demographic and insurance information.
• Ensure proper authorization or referral is on file prior to scheduling.
• Prior to scheduling collect outstanding copayments, balances, and other patient financial responsibilities in accordance with practice policies.
• Maintain accurate documentation within the electronic medical record (EMR).

Communication & Follow-Up

• Serve as a liaison between patients, providers, clinical staff, and ancillary departments.
• Return patient phone calls, portal messages, and other communications in a timely manner.
• Follow up with patients regarding appointment changes, referrals, diagnostic testing, and physical therapy appointments.
• Communicate scheduling updates and operational changes effectively to patients and staff.

Operational Support

• Assist with maintaining clinic flow and patient throughput by scheduling appointments in a timely manner.
• Monitor work queues and assigned tasks to ensure timely completion.
• Support departmental goals related to patient satisfaction, access, and operational efficiency.
• Participate in process improvement initiatives and team meetings.
• Perform additional duties as assigned.

Job Qualifications

Education

• High school diploma or GED required.
• Associate degree or healthcare-related education preferred.

Specific Job Experience

• Minimum of 1-2 years of customer service experience required
• Previous healthcare, medical office, or patient scheduling experience preferred
• Experience with EHR utilization; experience with Athena a plus

Knowledge, Skills and Abilities

• Excellent verbal and nonverbal communication skills. Spanish speaking fluency is welcomed but not required.
• Excellent verbal and written communication skills.
• Strong organizational, prioritization and multitasking abilities.
• Ability to maintain professionalism and composure in a fast-paced environment.
• Strong attention to detail and accuracy.
• Proficiency with Microsoft Office and electronic medical record systems.
• Ability to work independently and coll